Even though technology has advanced massively over the years, making way for e-mails and web chats; for most of us, simply e telephone communication continues to be the most effective way of starting a conversation. Making and receiving phone calls sits at the heart of customer service for millions of business, no matter the size […]
Even though technology has advanced massively over the years, making way for e-mails and web chats; for most of us, simply e telephone communication continues to be the most effective way of starting a conversation. Making and receiving phone calls sits at the heart of customer service for millions of business, no matter the size of the company.
However, when you’re speaking on the phone, there are certain important rules to remember so that you’re providing the best and most effective customer service.
Here are 8 important rules to remember when answering phone calls.
Answer the call promptly
Nothing is worse than being left hanging on the end of a ringing line when you have taken time out of your day to call a business and your time is getting wasted by holding. When the phone rings always make sure you answer as quickly as you can so you’re respecting the other persons time and makes for better customer service.
Always answer with a smile
No matter how your day is going – you could be having a bad day, in the middle of completing a complicated task or just about to leave the office – the caller always takes priority. When answering the call make sure its with a smile as it makes the call feel more upbeat and enthusiastic which ultimately makes the caller feel more welcomed and will be more open with you.
Always greet the customer with a ‘good morning’ or ‘good afternoon’ depending on the time of the day. Make sure to identify yourself and the company so it starts the call more professionally as otherwise it could be seen as inappropriate and could lead to miscommunication.
Speak clearly and professionally
Always speak clearly and with easy to understand language. Nothing is worse than having to repeat over and over again as you can’t understand what the other person is trying to say. Keep It friendly but business-like.
Don’t know the answer? Stay positive
Even if you have no idea what the answer is to the customer’s question, you should always remain positive and professional and say ‘let me find out and come back to you” which is better than saying ‘I don’t know’. Its not great if you’re ringing up customer service for help just to hear ‘I don’t know’.
When leaving voicemails, make sure to keep the message short and straightforward. The people listening to your voicemails don’t want it to drag on as they will just end up stopping the message and could miss out on a vital part. Always speak clearly and keep your message short with your name and company you’re calling from. If you are wanting a call back make sure to repeat your number, so they don’t end up writing down the wrong number and you never get back that important call.
Beware of your speaking volume
If you’re speaking on the phone to a customer, always beware of your speaking volume as you don’t want to end up shouting at them. Even worse when speaking on a mobile phone out in the public. Be sure to monitor how loud you may be as you could be letting out important customers details.
Don’t allow interruptions during conversations
While you are on the phone, make sure there are no interruptions such as rustling papers, speaking with another colleague or worst of all, chewing and eating. Ever experienced it? Its not the greatest experience hearing someone chew food on the other end of the line. Don’t want to be wasting yours and their time and it leads to poor customer service.